CareWell's bi-directional integration reduces work for staff and optimizes arrival times

Challenge

CareWell, a growing urgent care system with 17+ clinics based in Massachusetts, was seeing great results using Check-in Express to bring in new patient volume and differentiate themselves from the crowd. However, their staff needed a more efficient way to schedule and receive online patients without having to use two programs at once. Meanwhile, because some of their clinics were dealing with unanticipated surges in patient volume, they were hesitant to offer many check-in times to patients for fear that they could not honor them due to longer than normal waits.

Solution

CareWell chose to update the online check-in process by utilizing a 2-way integration between their EHR, AthenaHealth, and the ER Express platform. This type of sync would allow changes to automatically update in either system. ER Express read the schedule from CareWell’s EHR and automatically made 40 to 50 micro-adjustments a day to create a more accurate online check-in schedule.

Reduced workload. Reliable adjustments.

With EHR integration, the CareWell registration staff no longer needed to make manual adjustments to the schedule whenever they became unexpectedly busy. They could now open up more time slots with the reassurance that the system was making auto adjustments based on the real-time patient census. Any time a new patient reservation was made online, staff no longer needed to check the ER Express control panel. Reservations would automatically appear in their EHR so no switching back and forth between systems was needed.